AIBU to have expected better from Butlins (and to say no to having a 'do over' break)

[Goldeh]

We took the DC on a break to Butlins. I went in with the expectation that it was going to be good fun, not a five star resort by any stretch of the imagination but nice enough. We booked a premium meal plan as part of our package.

We liked the entertainment, staff were good, and there were lots of activities to do. All positives.

But the 'premium' dining was abysmal to the point that one of the DC was just having crackers and we were buying their food elsewhere. Meanwhile the resort itself was so dirty that I'm surprised we didn't need travel jabs in order to go.

I'm not precious, I don't mind things looking lived in or wear and tear, I also understand that cleaning staff are only human and are doing their best, but I'm talking whole bin bags split open and strewn about and not cleaned up for days. This was coupled with people openly smoking weed in several areas of the resort to the point that our accommodation stank of it and reports to security did nothing to resolve it.

We spoke to guest services while there and followed-up with an email when we got home. I wasn't expecting a full refund or anything like that, I just wanted the problems with resort cleanliness to be acknowledged and perhaps a partial refund of the so-called premium meal plan to reflect the dining issues we told them about. The plan itself was just over £1000 and while I expected mass-catering style food, what we got did not reflect what was advertised and was not of premium quality.

Butlins have come back and offered us a free meal plan upgrade on a future break (i.e., book again with a meal plan and they'll upgrade that meal plan). We said in our feedback that the resort cleanliness and weed smell alone was enough to put us off coming back, never mind the food issues. We turned it down and they've basically said that's tough and it's all they're willing to offer.

DH is now suggesting we take them up on it I've said I'd rather shit in my hands and clap and it would probably still be a cleaner experience than that break was

AIBU to stick to my guns and say no? And AIBU to push this further with them about a partial refund of the meal plan?

Sack that. No thank you. Sounds horrendous

Exactly what I said to rebooking!

It's a shame too because the entertainment really was brilliant and we enjoyed all the activities we did. The food and the cleanliness really dragged it down though and put a downer on it all.

Did you pay by credit card? I'm wondering if you can do a chargeback for the food plan as it wasn't as advertised.

Could you go to a different resort? Might it be a local issue, rather than a brand issue?

That sounds awful. I would def want a refund on the upgraded meal plan. I would not let that drop.
The people smoking weed should have been put of the site. It’s ridiculous

Debit card, unfortunately. Learned my lesson though and next time we have a holiday it'll be going on the Visa.

Skegness by any chance?

This would be my suggestion. Which one did you go to?

What actually was wrong with the food?

An example of the cleanliness issues, it's more than just a few ice lolly wrappers or empty bottles. These were separate days and separate areas.

Bingo!

The Bognor one is just as disgusting - however the Wave hotel we found very clean.
The food was atrocious - it’s just fast food or Wetherspoons standard, worst part was the fellow guests and their foul mouths and children. Never ever ever again.

A lot of the food was of poor quality so meat that was all fat or gristle, one night I was even told by a member of staff not to have what I'd asked for and to choose something else as the carvery meat was basically just a lump of fatty jelly. Food left under the heat lamps for so long it was dried up and burnt on top but greasy/wet underneath. Congealed food, again from being out too long, for example trying to take a serving of noodles and the whole lot coming away with the serving spoon and still in the shape of the bowl because it was so congealed. Lots of empty trays not replenished. People serving themselves with hands and not challenged by staff watching. Trays of sauce with all the meat gone but not refilled. Tables not cleared so there was nowhere clean to sit. Sticky floors to the point of it feeling like we were wearing velcro shoes. It was grim.

We went to Minehead at Easter and it was fantastic. For a cheap break it really ticked all the boxes. Admittedly we didn't do the meal plan. Definitely push for a refund of the upgrade part at least.

Sounds so grim and I’m surprised you’re not poorly?

It sounds it. I’m sorry

I would push for a refund if the premium meal plan. Highlight the difference between what you expected and what you received.
There should be a record if you reporting rubbish/ weed smoking or anything health and safety really. If not how are they monitoring it?

Those photos are grim . Small claims or Daily Fail.

I’ve been to Bognor and Minehead and the resort was fairly clean.
can’t comment on the food as we go self catering but since I only pay less than £400 for 4 nights I find it worth it for the fairground and the entertainment.

perhaps ask them if they will give you money off a holiday and not do the food plan instead?

Wow it’s £35 per person a day for Premium Dining!
That’s the price of drinks package on a cruise ship that makes your holiday all inclusive. That’s unlimited food in the buffet and main dining room all day and night plus drinks and usually perks like a speciality restaurant and Wi-Fi at sea.

So sorry Op. I would fight for this. Resolver is a great resource.

I wouldn't go to butlins (bognor specifically) again if you paid me. The last time we went our accommodation was so dirty that we asked to be moved. They were full so offered to clean instead. The sofa cushions were stained , the crockery and cutlery were dirty and the pans had broken handles. There were food wrappers on the bedrooms floors too. Just disgusting.

After many emails the most we were offered was a voucher for the accommodation portion of our payment , 20% I believe. They claimed that the rest of our over 1k payment was for entertainment and shared facilities.

We were previously big Butlins fans , the accommodation was always basic but clean and the kids have always enjoyed themselves. All fine. We were really disappointed last time.

Have you got photographs of the food? Did you complain early on? Did you continue to eat there and dis you get receipts for eating elsewhere? One option is small claims court, but with that if you ate there every meal then it’s going to be hard because you would have accepted the situation.

id write back and set everything out again and specifically say what you want. See if there is a complaints policy on their website and escalate.

When we went to Butlins Bognor we went self catering,

Was wondering why the resort location wasn't mentioned to start with....

Ask for a copy of their complaints process and see what the next step is. I believe that even if you paid with a debit card you can recall the money, speak to your bank

Honestly op , bourne leisure don't gaf. My eldest worked for them for a short while and they treat both customers and employees like utter crap. I wish you luck with any claim but I don't see you getting anywhere.

Normally if guests complain about premium dining they get vouchers of the same value to use in onsite restaurants or get moved to the dinearound plan, so it's really weird that they didn't offer either of those options. That's what I've always seen happen in the Butlins Facebook groups I'm in. I would also want the refund in that situation.

We go to Butlins every year (term time June or September) and thankfully we've never had a problem with either accomodation or premium dining, but my mum has when she went during different weeks. She phoned guest services about dirty accommodation and was moved somewhere straight away. I would definitely want the refund as premium dining was nothing like you described when we went. We've only gone to Bognor and Minehead so maybe you could try one of those if you even want to go again.